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Apple still shines in customer satisfaction
Stephen Withers
Wednesday, 19 August 2009 04:38
And Apple's lead over second-place Dell (which is still on 75) remains one of the largest gaps between first and second places in any industry, according to ACSI officials.
The only company with a bigger lead over its rivals is Southwest Airlines.
"Apple's success has been a result of innovation, integration of products, customer service and good marketing," said Professor Claes Fornell, director of the National Quality Research Center at the University of Michigan.
"By integrating its computers with the iPhone and iPod, Apple is encouraging the phone and music product users to become Apple computer users as well," he added.
The good news for the PC industry is that customer satisfaction with personal computers has risen very slightly after declining for two years. But the score of 75 is still well below that for cars (84) and major appliances (81),
Gateway, HP and Compaq (the latter two are still treated as separate companies by ACSI) took equal third place on 74.
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